The evolution of the chief customer officer — and 3 reasons you don’t need one, yet
“The Chief Customer Officer is a powerful asset that can help resolve chronic customer issues, create sustainable competitive advantage, help retain profitable customers, and drive profitable customer behavior through the effective customer strategy…Creating the role is a serious undertaking and executives must be firmly committed to supporting the role vocally and visibly to ensure the CCO has the authority and credibility that is necessary for success.”
In 2011, Forrester boldly called the era we’re in the age of the customer, a time when focus on the customer matters more than ever before. In this era, Forrester argues that companies need to start treating customer experience as a business discipline instead of a cliché.
Read the full article from VP of Product Marketing, Neil Parker on VentureBeat.